Director of CX Self-Serve and Technical Operations (Gamedev)

TL;DR

Director of CX Self-Serve and Technical Operations (Gamedev): Building and scaling the systems, tools, and self-service experiences that power player support across the game portfolio with an accent on AI chatbots, automation, and technical operations. Focus on designing scalable workflows, optimizing LLM performance, and ensuring a seamless user journey during high-volume game launches.

Location: Must be based in New York City (In-office)

Salary: $137,300 — $180,500 USD per year

Company

A world-class entertainment company creating large-scale creative projects and industry-leading gaming experiences.

What you will do

• Define and execute a unified strategy for player self-service and CX technology to balance satisfaction and operational efficiency.
• Own and manage the support site, LLM Chatbot, in-game support, and self-serve player-facing tools.
• Lead gaming-specific chatbot and automation strategies while continuously improving AI performance.
• Design and standardize workflows for case management, routing, escalations, and incident handling.
• Align processes across self-serve tools, live agents, and vendor partners.
• Quantify the impact of CX self-serve initiatives on player retention, satisfaction, and revenue protection.

Requirements

• 10+ years in CX, CX operations, or support technology, preferably in gaming or digital entertainment.
• Experience supporting live service products or high-scale digital platforms.
• Deep expertise in self-service, knowledge management, and automation.
• Strong experience with CX platforms; Zendesk is a plus.
• Familiarity with game ecosystems, including accounts, entitlements, and live ops.
• Proven ability to scale CX operations during major launches and high-volume events.

Nice to have

• Advanced degree in marketing, business, management, or equivalent experience.

Culture & Benefits

• Inclusive, highly-motivated environment working on some of the most rewarding projects in the industry.
• Opportunity to collaborate with a team of world-class talent.
• Comprehensive medical, financial, and other corporate benefit plans.
• Commitment to equal opportunity, dignity, and respect for all employees.